About the role Our customers include some of the world's largest professional services firms, with thousands of users relying on Dayshape every day. As our North American customer base continues to grow, we're expanding our US Support team and looking for an Application Support Engineer to support our enterprise customers across the United States.
You'll work closely with customers and colleagues across Support, Engineering, Product, Customer Success, and Professional Services to resolve complex issues and help customers get the most value from Dayshape.
This role operates during US business hours. While you'll collaborate closely with our growing US team, there is limited overlap with our UK Engineering teams, so you'll need to be comfortable working independently and taking ownership of issues from investigation through to resolution.
Our customers provide first-line support internally, meaning the issues that reach us are often complex, business-critical, or technically challenging. That's where you'll make the difference.
Why this role is different Support at Dayshape isn't a traditional help desk role. You'll be a product expert, technical investigator, customer advocate, and problem solver all in one. From supporting global enterprise customers and managing releases to influencing product decisions, adopting AI-driven ways of working, and improving how we operate, you'll have real ownership and visibility across the business.
If you want to move beyond ticket handling and become a trusted partner to customers and colleagues alike, this is the role for you
What you'll do - Investigate and troubleshoot complex customer issues, analysing logs, data, and product behaviour to identify root causes.
- Act as the technical owner of support cases, driving incidents through to resolution and coordinating with Engineering when code changes are required.
- Create high-quality Jira tickets that provide engineers with the information they need to resolve issues quickly.
- Resolve customer issues directly whenever a technical fix, configuration change, or workaround can be applied without development work.
- Prioritise and manage support work across customer impact, business priorities, and operational risk.
- Become a recognised product expert, supporting customers and colleagues with deep product and technical knowledge.
- Build strong relationships with customer stakeholders through regular meetings and ongoing collaboration.
- Sort major customer milestones, including go-lives, white glove activities, and occasional on-site visits.
- Manage customer software releases and help ensure deployments are delivered smoothly and successfully.
- Use trends from customer issues and bug reports to help improve product quality, testing, and operational processes.
- Work closely with Product and Engineering teams, ensuring customer feedback helps shape future improvements.
- Create and maintain knowledge articles, guides, videos, and other self-service content that enables customers to succeed.
- Continuously identify opportunities to improve how we work through automation, AI, and process improvements.
About you - You've worked primarily in L3 Application Support, Technical Support, or Product Support role supporting external customers.
- You are comfortable investigating complex issues independently and can confidently communicate technical concepts to non-technical audiences.
- You've worked in an enterprise software environment and understand the importance of building long-term customer relationships.
- You enjoy taking ownership and seeing problems through to completion rather than simply passing them on.
- You're a self-starter who thrives when trusted to work independently and make decisions.
- You're naturally curious and enjoy understanding how systems work beneath the surface.
- You have strong problem-solving skills and can take a structured, analytical approach to troubleshooting.
- You communicate effectively with everyone from end users to software engineers and senior stakeholders.
- You're comfortable challenging assumptions, raising risks, and escalating concerns when necessary.
- You have practical SQL experience and are comfortable writing and running queries.
- You have experience with scripting or programming concepts, including JavaScript.
- You have an interest in AI and emerging technologies and how they can improve customer outcomes, team efficiency, and product experiences.
- Experience with Microsoft Azure or another cloud platform is advantageous.
Bonus points if you have - Experience supporting SaaS or enterprise business applications (such as WorkDay, Star, SAP etc.).
- Experience working with APIs, integrations, or data pipelines.
- Familiarity with technologies such as .NET, JSON, JavaScript, or Vue.
- Experience working with Azure Data Factory or similar integration technologies.
- An understanding of how large professional services organisations operate.
- Experience managing customer-facing software releases or deployment activities.
- Experience working within a geographically distributed team across multiple time zones.
- Experience using AI tools to improve workflows, troubleshooting, knowledge management, or customer support processes.
What you'll get - 31 days' vacation per year, including public holidays, and increasing by 1 day each year to a maximum of 38 days.
- Paid four-week sabbatical in your fifth anniversary year on top of your holiday entitlement.
- Comprehensive medical, dental and vision benefits
- Disability and life insurance
- 401k with employer matching
- At least $1,400 per year to spend on professional and personal development.
- Regular All Hands meeting for inspiration and over-communication
- Monthly team events (sometimes in-person, sometimes virtual).
- Volunteering time - up to 20 hours a year to participate in volunteer work.
- Genuinely nice, smart people to work with, who are excited about growing our company
Working Details This is a full-time role (37.5 hours per week), working 09AM - 5.30PM (CT) from Monday to Friday.
We are looking for someone to join the team remotely in/around Austin or San Antonio, Texas, in order to support customers across the United States, and to facilitate occasional in-person collaboration with others within the US team.
Join the team! This is your opportunity to really influence how we get things done, and how our product helps our customers improve their working lives. We're doing well, but there's lots more to do in order to maintain the high bar and pace that we've set.
Everyone here is growing personally as the company grows, so if that sounds like something you'd like to be part of, we'd love to see your application. The deadline for applications is
5PM CT, Friday 18 September. 
